Assistant Vise President Capability Development

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India, SA, Australia and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title : AVP – Capability Development

Job Type : Full Time

Grade : C

Function / Department : Capability Development

Role Description : At Firstsource, the AVP will oversee and lead the Quality Management function across operations, ensuring world-class quality standards are met, continuous improvement is fostered, and client expectations are consistently exceeded. The individual in this role will manage quality assurance (QA), quality control (QC), and process improvement initiatives, while guiding teams to enhance overall business performance and customer satisfaction. This position requires a strong blend of strategic vision, operational experience, leadership, and deep expertise in quality management principles.

Roles & Responsibilities

Leadership & Strategic Vision :

• Lead and mentor a high-performing Quality team, fostering a culture of continuous improvement, accountability, and operational excellence.
• Develop and execute a comprehensive quality strategy to enhance customer satisfaction, reduce operational costs, and drive business growth.
• Partner with senior leadership (Operations, HR, Training) to align quality strategies with business objectives and client goals.
• Provide subject-matter expertise and thought leadership on industry best practices in quality management.

Quality Management & Improvement :

Client & Stakeholder Management :

Training & Development :

Risk Management & Compliance :

Technology & Tools :

Expected / Key Results

Preferred Work Experience

Competencies & Skills

⚠️ Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels.